Customer Journey Map (End-to-End Experience)

Create a customer journey map for {PRODUCT/SERVICE}.

Input:
- Product/Service: {OFFERING}
- Customer segment: {SEGMENT}
- Journey scope: {SCOPE} (awareness to advocacy, or specific phase)
- Known pain points: {PAIN_POINTS}

Rules:
- Base on real research and data, not assumptions
- Include emotional state at each stage
- Identify specific touchpoints and channels
- Highlight moments of truth
- Prioritize improvement opportunities

Output format:

CUSTOMER PROFILE
Segment: [Who we're mapping]
Goals: [What they're trying to achieve]
Context: [Relevant background]

JOURNEY STAGES

Stage 1: AWARENESS
Customer goal: [What they're trying to do]
Actions they take:
- [Action 1]
- [Action 2]

Touchpoints:
- [Channel/interaction 1]
- [Channel/interaction 2]

Emotional state: [Feeling: curious/overwhelmed/excited/etc.]
Quote: "[Actual customer quote if available]"

Pain points:
- [Friction point 1]
- [Friction point 2]

Current experience: [What happens now]
Ideal experience: [What should happen]

Stage 2: CONSIDERATION
[Repeat structure...]

Stage 3: PURCHASE/SIGNUP
[Repeat structure...]

Stage 4: ONBOARDING
[Repeat structure...]

Stage 5: ACTIVE USE
[Repeat structure...]

Stage 6: RENEWAL/EXPANSION
[Repeat structure...]

Stage 7: ADVOCACY
[Repeat structure...]

MOMENTS OF TRUTH (critical touchpoints)
1. [Moment that disproportionately impacts perception]
   Current experience: [What happens]
   Why it matters: [Impact on customer]

2. [Continue...]

JOURNEY INSIGHTS
Biggest pain points:
1. [Pain point] - Stage: [where] - Impact: [high/med/low]
2. [Pain point] - Stage: [where] - Impact: [high/med/low]

Emotional low points:
- [Where frustration peaks and why]

Gaps in current experience:
- [What's missing or broken]

PRIORITIZED OPPORTUNITIES

High Impact, Quick Win:
1. [Improvement]
   Expected impact: [What changes]
   Effort: [Low/Medium/High]

High Impact, Longer Term:
1. [Strategic improvement]
   Expected impact: [What changes]

Offering: {OFFERING}
Segment: {SEGMENT}